Station controller leads by example

No dull moments and knowing he will interact with people from all walks of life makes Hesron Lopes’ job enjoyable.

“For as long as I can remember, one of my goals when I got into the aviation industry was to become a station controller. Having that goal come true was the best moment in my life,” he said.

Lopes - who started at FlyNamibia on 1 February - believes that every step and preparation he took from the time he discovered aviation prepared him for this moment.

The young professional holds two diplomas completed at Airports Council International - one in combatting wildlife trafficking and combatting human trafficking and a certificate in dangerous goods CAT 10 and 11.

Lopes is now in the process of pursuing a diploma in airport operations and is also in his final year at the University of Namibia (Unam), completing a diploma in accounting and auditing.

According to him, someone who ensures they provide the highest level of service out of their station with regards to authorities, rules and regulations makes a great station controller.

Other qualities include “one who ensures that his station’s operations reflect their standard, dedication to detail and someone who can communicate effectively and timeously with authorities".

"They must also be able to get the best out of a small team with consistency,” he added.



Added advantage

While taking on his job and fulfilling his role at FlyNamibia, Lopes realised that the knowledge he has in Crane CRS, Aero CRS, Amadeus CRS, Crane DCS, Sabre DCS and Ink Touch DCS gives him an added advantage in this role.

“I believe these are essential. They give a better understanding when you have to deal with different circumstances. This knowledge gives a better understanding from different angles,” he said. Lopes added that the most important skill to consider is customer service, “because once you master customer service, dealing with clients becomes very easy and enjoyable,” he said.

As the station controller, he empowers his team by being the example. He references the ground handling manual and relevant documentation. He also allows the team to practice and grow in their responsibilities while monitoring the process.

While Lopes finds his job to be quite enjoyable, challenges arise which he needs to ensure are taken care of. One of the most common challenges is late check in from passengers.

“In most cases, we find ourselves with passengers who turn up late at the airport while check in is closed and boarding is complete, yet they want to get onto the aeroplane,” he said.

In mitigating this, when passengers book their flights, the team emphasises that passengers should go through their e-tickets to see check in and closing times. When booking or payments are done physically, e-tickets are printed out and the check in time is highlighted.

Lopes sees himself furthering his knowledge and studies in the aviation industry.

“FlyNamibia gives me the exposure to grow myself as an aviator through the intensive training they offer,” he said.